Job description

Would you love to interact with travelers from all around the world? Do you want to gain experience in hospitality and tourism in a fun environment? Join Hostelling International USA and explore the endless possibilities and perks of being part of our HI San Francisco Downtown Hostel Guest Services Team. We are currently accepting applications for a Full Time Overnight Guest Services Associate and a Full Time AM/PM flexible Guest Services Associate. The Guest Services Associate is responsible for creating a welcoming atmosphere while ensuring guest and public contact at reception runs smoothly, efficiently and in accordance with hostel policy. Must be willing to work weekends, and holidays as schedule requires.

HI San Francisco Downtown Hostel is hiring for:
Overnight Guest Services Associate - scheduled between the hours of 11:30PM - 8AM, 8.5 hour shift, weekends required
Responsibilities include:

• Welcome, register, orient and supervise guests, and provide group orientations in a friendly and positive manner.
• Provide personalized and local recommendations to guests (dining, attractions, fun, etc.) based on your own love of this city, considering your audience.
• Take reservations by telephone, e-mail, and an online system in an accurate and efficient manner.
• Provide professional guest communication which goes the extra mile in person, over the telephone, and via email
• Accurately maintain all shift reports, logs, and necessary daily/nightly paperwork, including a record of overnight fees, sale of goods, and rentals, tour sales, etc.
• Strive towards excellent communication with co-workers & management, fastidious note taking, logbook entries, email communication, etc.
• Carefully handle cash and credit card transactions with appropriate reconciliation and accountability.
• Check guests in and out, give tours of the hostel, and assist with any issues or arrangements that guests may need help with, keeping in mind any language barriers.
• Collect and review guest comments providing useful feedback to the management team in order to help drive continual improvements which lead to top level guest satisfaction.
• Maintain security and safety of the hostel, hostel property, guests, guests’ property, and fellow employees.
• Provide information about HI-USA, the mission, memberships, the hostel, and the local area to guests and visitors in person, over the telephone, and e-mail.
• Promote the mission of HI-USA: “To help all, especially the young, gain a greater understanding of the world and its people, through hosteling,” and provide expert knowledge to our guests on hostel non-profit programs & initiatives.
• Beyond just recycling and composting, all HIUSA staff must have a willingness to understand and embrace sustainable practices.
• Contribute to ensuring workspaces and common areas are continuously tidy and presentable.
• Cleaning and/or laundry responsibilities may include sweeping guest areas, changing beds linen after hours, folding laundry, washing dishes, and tidying of rest rooms.
• Address guest concerns and de-escalate conflicts with professionalism according to hostel policy
• Other duties or projects as assigned by management.

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Skills/Qualifications:*

• Hostel stay and/or international travel experience preferred
• 2nd language fluency preferred
• High school diploma or GED
• Customer service experience preferred
• Experience handling cash and recording sales transactions preferred
• Must enjoy working with the public and be able to professionally handle any guest issues, or emergencies that may arise.
• Excellent oral communication and organizational skills
• A team player who will support co-workers and does not fear asking for help
• Demonstrated ability to work effectively without immediate supervision
• Ability to multi-task and remain detail oriented during busy times
• Problem solving & conflict resolution skills
• Must be willing to work evenings, weekends, and holidays as schedule requires
• Computer literacy and familiarity with Windows, MS Office 365 applications, and prior experience with property management software preferred
• First Aid and CPR certification preferred; training can be provided

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Compensation:*
Hourly rate is $19.00 + $1.00 differential for overnight hours.
This is a benefit eligible position and includes medical, dental, vision, disability, vacation, sick, 403b with company match, and more. New Hire waiting periods apply.
What you will get:

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Health/Vision/Dental Insurance w/Family Coverage Options

• 403B Retirement Plan with Employer Matching

• Health & Dependent Care Flexible Spending Accounts Available

• Paid Vacation Days

• Paid Sick Days & Floating Holidays

• Employee Assistance Program

• Career Development Opportunities

• Free Hostel Stays & Employee Discounts

• A Supportive Work Environment & Amazing Colleagues

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ABOUT HI USA*
HI USA is a nonprofit organization founded on an enduring belief in the power of travel to foster a deeper understanding of people, places, and the world around. For over 80 years, HI USA has provided a network of affordable hostels to facilitate interaction among people from diverse backgrounds, from across the country and around the world.
At HI USA, our core values of COMMUNITY, RESPECT, INTEGRITY and RELATIONSHIPS are our compass, guiding how we work together to build a better world; and these core values unite us in our mission to help all, especially the young, gain a greater understanding of the world and its people through hostelling.
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands and arms. The employee will frequently stand, walk, talk, and hear and is occasionally required to climb or balance. The employee must regularly lift and/or move up to 50 pounds. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Overnight shift
• Weekend availability

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